How Service Providers Can Build and Scale Quality of Experience

Network architectures and subscriber demands, both to-the-home and in-the-home, continue to evolve. And rapidly. To meet the quality-of-service (QoS) and quality-of-experience (QoE) levels customers expect, ISPs must squeeze as much performance as they can out of their existing infrastructures by replacing hardware when needed and building for the future, versus rebuilding their entire networks.

Meeting modern standards and customer demand requires proactive maintenance and troubleshooting while ensuring network uptime and efficiency. That’s a lot to do at one time, and that’s why global service providers are turning to ASSIA Commande™ to deliver support and service at scale.

ASSIA Commande diagnoses, optimizes, and helps to heal the root causes of customer complaints and network issues. As internet traffic patterns and subscriber needs are quite different from what they were a year ago, Commande’s role in overseeing how the systems, devices, and links that deliver home internet and Wi-Fi services work together is critical.

Subscriber service issues, what causes them, and how to fix them

Subscribers need more from their home Wi-Fi networks, more than they’ve ever needed before. Imagine a family of four: two high-school kids on Zoom classes, a startup CEO leading a team of 50, and a therapist that uses a proprietary platform to counsel clients. Every family member downloads and uploads web traffic (for work or fun) all day and possibly until late at night. When there’s an internet hiccup, their immediate response is to troubleshoot the issue themselves, and if that doesn’t work, they call the service provider for help.

There’s a lot that can go wrong. Is an outage or a “pause” the result of what’s happening in the home, such as competing devices? Or maybe it’s an out-of-house issue, or some line is down in the neighborhood? Or perhaps it’s a middleware failure? It’s hard to diagnose the problem unless you can see into the network. ASSIA CloudCheck gives operators full network path visibility and diagnostics, from the exchange to Wi-Fi connected devices inside the home. Rather than deploy a technician, issues can be diagnosed and fixed remotely. What’s more, CloudCheck allows operations to detect and locate breakdowns before customers complain.

A research study conducted earlier this year with one of our customers showed that CloudCheck reduced call volume by 50,000 and customer churn by about 2% in 30 days. Further, an end-user application keeps subscribers up-to-date on progress with real-time information about what’s going on with their Wi-Fi and assistance with self-installation and troubleshooting, as needed.

Software-defined service for multi-platform networks

Many operators, DSL providers, and even cable companies have large-scale upgrades in the works: moving to fiber or upgrading existing copper and coaxial networks to make them reliable. Further, service providers are looking to gain flexibility and find the most suitable fiber and copper combination to deliver the best service.

But this flexibility leads to complexity in the network and introduces new challenges for optimizing service delivery—ultimately impacting subscribers’ QoS and QoE. ASSIA GPON & DSL Expresse offer a unified software-defined solution, applicable to any network deployment model, to address the complexities of deploying and operating a multi-platform FTTx network.

GPON Expresse abstracts the underlying technology and hardware so that providers have a unified view of broadband delivery. As such, operators are better able to monitor performance, optimize the networks, and detect the location of faults when (or before) they occur—from fiber damage to congestion. Utilizing machine-learning algorithms, network optimization gets more precise and smarter over time.

ASSIA Commande: The power to oversee it all—end-to-end

Think of ASSIA Commande as a cloud-based, intelligent overseer with end-to-end visibility, from network operations to the home, bringing all the components of the diverse world of Wi-Fi management together.

Commande helps service providers improve their wireless and wireline access networks’ broadband-to-the-device QoE through artificial intelligent best-practice diagnostics, analytics, and optimization. It oversees the systems, devices, and links that deliver internet and Wi-Fi service at every point. Commande is capable of diagnosing and optimizing the network and healing network issues when they occur. Further, ASSIA has built Commande to be vendor-agnostic to support service providers’ choices and accommodate emerging Wi-Fi and Wi-Fi management standards as they evolve.

Commande Delivers Tangible Results to ASSIA Customers

We have deployed Commande to a number of large telecom providers around the world. These customers employ Commande to bridge data and analysis between broadband and Wi-Fi and to get end-to-end diagnostics, recommendations, and severity classifications.

Commande offers much higher diagnostics’ accuracy because the insights are based on both DSLAM/OLT (digital-subscriber-line-access-multiplexer) data and CPE (customer premises equipment) data. Commande also mitigates the uncertainty about where issues exist by providing accurate issue detection, problem source definitions, and recommended resolutions based on all the information we collect from so many sources.

With an integrated view of the network and diagnostics, here are some of the ways customers are using Commande today:

  • Measurement
    • Customers can better understand subscribers’ behaviors, issues, and experiences​.
    • With intensive monitoring, they gain an in-depth service understanding with a high level of precision and detail.​
    • Because we capture a large volume of network usage data to feed proprietary machine-learning models, customers get deep insights into subscriber habits, which might lead to the development of new products and services
  • Control
    • We diagnose any network impairment, at any point from the central office to Wi-Fi devices​.
    • Customer care and marketing teams get full visibility on subscriber satisfaction levels and future needs.​
    • Operations and network planning teams control network resources and shape future resource requirements by observing collected data and recommendations.​
    • Field technicians have the definitive toolbox to diagnose, locate, and verify activities​.
    • Operations teams detect and locate massive breakdowns before subscribers complain.
  • Improvement
    • Automated optimization of subscriber’s wireless connectivity delivers the best QoE.
    • Detailed recommendations improve customer service by identifying needed, proactive repairs before subscribers call, which further maximizes network QoS and QoE.
  • Integration
    • We automate operating processes by integrating BSSs (business support systems) and OSSs (operation support systems) with end-to-end solution APIs​.
    • We are able to integrate customer indicators from other sources into Commande to complement QoE.​

Put it all together and Commande reduces operational costs, increases efficiencies, reduces subscriber churn rates, and maximizes customer satisfaction.

When you think about the issues operators and ISPs face when ensuring reliability and speed to home Wi-Fi users, you can see why it makes better sense to focus on improving and evolving existing performance and infrastructures, versus replacing hardware unnecessarily or overhauling entire networks.

ASSIA’s global expertise and understanding of over 100 million customer access connections—including Wi-Fi to the home—help us bring all the pieces together now and for the future.

Contact us for more information on Commande.